Prompted by an e-mail from Bill Densmore of the Media Giraffe Project, who is participating in a panel called "What to do when blog comments go awry," Poynter blogger Amy Gahran offers up some solutions for dealing with vitriolic commentators.

-Monitor new commentators by configuring the system so that a user's first three comments require approval. If they are "well-behaved," then their comments can be given automatic approval.

-Post a clear, easy-to-understand comment policy that spells out what's tolerated, and the consequences for breaking the rules. Gahran recommends a three strike policy; three offenses and the user is then permanently expelled from the site or forum.

-Contact users personally and find a way to work with them if inappropriate comments are due to "passion, culture clash, or misunderstanding" rather than maliciousness.

-Monitor the forum or site regularly, an idea which The Telegraph has taken to heart in appointing a Head of Comment and Community."Otherwise you get a dynamic like in a high school class where the teacher never shows up," Gahran writes.

-Be ready to set up intensive emergency moderation if a hot-button issue prompts an influx of commentary.

Other solutions have also been put into practice; Philly.com took another route to manage a crisis with negative comments in early March.

Source: E-Media Tidbits